Operations Manager - Speciality Coffee

Job Summary

The Operations Manager is responsible for overseeing the daily operations of specialty coffee outlets, ensuring an exceptional customer experience, consistent product quality, and strong commercial performance. This role focuses on operational excellence, team leadership, cost control, and maintaining brand standards across all locations.

Key Responsibilities:

1. Operations Management

• Oversee daily operations across all coffee outlets to ensure smooth and efficient performance
• Maintain high standards of coffee quality, service, and cleanliness
• Ensure all branches comply with standard operating procedures (SOPs), brand standards, and health & safety regulations
• Monitor workflow efficiency and implement continuous improvements

2. Speciality Coffee Quality Control

• Ensure consistency in coffee preparation (espresso, manual brewing, and signature beverages)
• Maintain calibration of coffee equipment and brewing standards
• Work closely with store managers, head baristas, and coffee trainers on quality audits
• Ensure proper sourcing, storage, and handling of coffee beans

3. Team Leadership & Development

• Lead, train, and develop store managers and baristas
• Conduct regular training sessions on speciality coffee standards and customer service
• Monitor staff performance and implement performance improvement plans
• Build a strong team culture aligned with brand values

4. Financial Control & Cost Management

• Manage profit and loss (P&L) performance across all outlets
• Control labor costs, waste, and operational expenses
• Analyze sales reports and implement strategies to increase revenue
• Ensure inventory accuracy and minimize stock loss

5. Customer Experience

• Ensure a premium customer experience aligned with speciality coffee culture
• Handle customer feedback and resolve complaints professionally
• Implement initiatives to improve customer satisfaction and retention

6. Supply Chain & Inventory

• Oversee ordering, inventory management, and supplier relationships
• Ensure availability of coffee beans, milk, and all operational supplies
• Coordinate with central kitchen or roastery (if applicable)

7. Compliance & Standards

• Ensure compliance with local regulations and food safety standards
• Conduct regular audits across all branches
• Maintain operational documentation and records

8. Business Development

• Support expansion plans (new store openings and concept development)
• Identify opportunities to improve efficiency and profitability
• Collaborate with the marketing team on promotions and seasonal campaigns

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred
• 4–8 years of experience in food & beverage operations, preferably in speciality coffee
• Strong understanding of speciality coffee standards and brewing methods
• Experience managing multi-unit operations

Skills & Competencies

• Strong leadership and team management skills
• Deep knowledge of speciality coffee culture and trends
• Financial acumen (P&L management, budgeting, cost control)
• Excellent problem-solving and decision-making abilities
• Strong communication and interpersonal skills
• Ability to work under pressure in a fast-paced environment

Key Performance Indicators (KPIs)

• Sales and revenue growth targets
• Cost control (labor cost, cost of goods sold, waste)
• Customer satisfaction metrics
• Employee retention and performance
• Audit and compliance results
• Consistency of coffee quality across all locations

Reporting Line

• Reports to: CEO / General Manager
• Direct Reports: Area Managers / Store Managers